Account Manager
Indicia Worldwide
Customer Success Manager
Crisp AB
full-time
Posted on:
Origin: • 🇬🇧 United Kingdom
Visit company websiteJob Level
JuniorMid-Level
About the role
- Protect existing revenue and identify growth opportunities with existing customers
- Understand customer needs and measures of success, drive adoption and guide customers to find value from SKUtrak
- Customer outreach and ownership of client reviews; establish deep long-lasting relationships and define success metrics
- Share SKUtrak best practices to drive satisfaction, retention, additional usage and enrichment opportunities
- Regularly analyse usage metrics to encourage cross functional adoption and evaluate ROI
- Ensure timely identification and escalation of issues which could impact customer deliverables, usage, satisfaction or retention
- Stay up-to-date with customer and industry news and trends to support credible discussions in client reviews
- Capture all customer communications, product requests/feedback, and maintain up-to-date records, activities and interactions within CRM tools
- Solicit, record and share internally key customer use cases and feedback within Crisp; be a strong customer advocate
- Collaborate with Account Managers, Helpdesk and Product teams to resolve escalations and enhance client satisfaction and retention
- Respond to neutral & negative NPS scores; support training and chair meetings with executive leadership where required
Requirements
- 2-3 years of experience in a customer-facing role, ideally in customer success management/account management
- Passion for speaking with customers, building a natural rapport to deliver exceptional customer experiences
- Excellent communication (written and verbal), presentation and relationship-building skills, with the ability to interact credibly with customers at varying levels
- Empathy and desire to help customers succeed and solve business problems
- Comfort and speed in learning new software and using many tools to perform day to day tasks
- Ability to troubleshoot and describe customer/product issues to diverse audiences across the company
- Ability to analyse issues and determine best course of action using available resources
- Self motivated with ability to work independently with strong multi-tasking, prioritisation and time management skills
- Accountability and dependability
- Strong collaborative nature when working with internal cross-functional teams and stakeholders
- Competent using CRM software (e.g. Hubspot, Salesforce, Vitally) and GSuite / Google Docs
- Applicants must be authorized to work for any employer in the U.K.; Crisp is unable to sponsor or take over sponsorship of an employment Visa
- Preference given to candidates with previous experience managing customers in a SaaS environment
- Preference given to candidates with former FMCG experience
